Terms & Conditions

1. Booking & Confirmation

A booking is considered confirmed once Serenity Ha Giang has received the required booking information and payment or deposit, and you have received a confirmation from our team.

When making a booking, you are responsible for providing accurate and complete information, including your name, contact details, travel dates, passport information where required, and any other information necessary to arrange your trip.

Please check your booking confirmation carefully and let us know as soon as possible if anything is incorrect.

2. Prices & Payments

Tour and accommodation prices are based on the services described at the time of booking.

Depending on the booking, we may require full payment or a deposit to secure your reservation. Any remaining balance must be paid by the deadline stated in your booking confirmation.

Prices may include or exclude certain services depending on the tour or package selected. Please refer to the specific tour page, quotation, or booking confirmation for the exact inclusions and exclusions.

Bank charges, international transfer fees, card processing fees, or currency conversion fees charged by payment providers may be the responsibility of the guest.

3. Tour Inclusions & Exclusions

Each Serenity Ha Giang experience may have different inclusions.

These may include accommodation, meals, transportation, Easy Riders, local guides, entrance fees, activities, or other services depending on the package you choose.

Your tour page, quotation, itinerary, or booking confirmation will specify what is included in your booking.

Personal expenses and services that are not specifically listed as included are generally not covered by the tour price.

4. Changes to Your Booking

If you would like to change your travel date, number of guests, room type, transportation, pick-up location, or other booking details, please contact us as early as possible.

We will do our best to accommodate your request, subject to availability.

Changes may result in an additional charge if they affect the cost of accommodation, transportation, guides, Easy Riders, activities, or other services.

Some services arranged through third-party suppliers may not be changeable after confirmation.

5. Cancellation & Refunds

Cancellation and refund conditions depend on the type of service booked and how far in advance the cancellation is made.

Full details are available in our Cancellation & Refund Policy.

If you book through a third-party platform, travel agency, or other booking partner, the cancellation conditions of that booking channel may apply.

6. Itinerary Changes

Ha Giang is a mountainous region, and travelling here sometimes requires flexibility.

Road conditions, weather, landslides, construction, local restrictions, safety concerns, or other unexpected circumstances may require us to adjust the planned itinerary.

Serenity Ha Giang reserves the right to make reasonable changes to the route, schedule, activities, transportation, accommodation, or other parts of the itinerary when necessary for safety or operational reasons.

Whenever possible, we will provide a suitable alternative and preserve the overall experience of the original itinerary.

Minor or necessary itinerary changes do not automatically qualify as a cancellation or entitle guests to a refund.

7. Accommodation

Accommodation included in your tour will be based on the room arrangement stated in your booking.

If your booking includes a private room, you will not be required to share that room with other guests outside your booking unless otherwise agreed with you in advance.

A group tour means that some activities and transportation may be shared with other travellers. It does not automatically mean shared-room accommodation.

In rare circumstances, the originally planned accommodation may become unavailable. In this case, we will make reasonable efforts to arrange an alternative of a similar standard.

Specific room preferences are subject to availability and cannot always be guaranteed.

8. Motorbike Tours & Easy Riders

Many experiences in Ha Giang involve travelling by motorbike.

Guests joining an Easy Rider tour will travel as a passenger with a local rider arranged by Serenity Ha Giang. Guests are expected to follow reasonable safety instructions provided by their rider and tour leader.

Helmets and other safety equipment provided for the tour should be used as instructed.

For your own safety and that of the group, Serenity Ha Giang may refuse or discontinue participation in a motorbike activity if a guest behaves in a way that creates a serious safety risk.

9. Self-driving

If you choose to ride a motorbike yourself, you are responsible for ensuring that you are legally permitted and appropriately qualified to do so in Vietnam.

This includes holding the licences, permits, and other documentation required under applicable Vietnamese law.

You are also responsible for following Vietnamese traffic laws and local regulations.

Serenity Ha Giang may request evidence of appropriate driving documentation before allowing a guest to participate as a self-driver.

If the required documentation cannot be provided, we may require you to travel with an Easy Rider instead. Any resulting difference in price may be payable by the guest.

Guests who choose to self-drive accept the additional risks associated with operating a motorbike and remain responsible for their own driving decisions and conduct.

10. Health & Fitness

Some Serenity Ha Giang experiences involve long travel days, motorbike journeys, walking, hiking, changing weather conditions, mountainous roads, or other outdoor activities.

It is your responsibility to consider whether the experience is suitable for your physical condition.

Please inform us before departure about any health condition, mobility limitation, allergy, dietary requirement, or other circumstance that may affect your participation or require special arrangements.

We will make reasonable efforts to accommodate your needs where possible, but some requests may depend on local facilities and availability.

If you are unsure whether a tour is suitable for you, please contact us before booking.

11. Guest Responsibilities

During your trip, we ask all guests to:

• Follow reasonable safety instructions from guides, Easy Riders, drivers, and Serenity Ha Giang staff
• Treat local communities, other travellers, staff, accommodation, and the environment with respect
• Arrive at agreed meeting points at the specified time
• Take reasonable care of their personal belongings
• Follow applicable Vietnamese laws and local regulations
• Avoid behaviour that may endanger themselves or others

Serenity Ha Giang reserves the right to remove a guest from an activity or tour if their behaviour creates a serious safety risk, significantly disrupts the experience of other guests, or involves unlawful or abusive conduct.

In such circumstances, additional costs resulting from leaving the tour may be the responsibility of the guest, and unused services may not be refundable.

12. Passport, Visa & Travel Documents

You are responsible for ensuring that you have a valid passport, visa, and any other documents required to enter and travel within Vietnam.

Certain areas or activities may require additional information or permits. Where Serenity Ha Giang arranges these as part of your tour, you must provide the requested information accurately and within the required timeframe.

Serenity Ha Giang is not responsible for costs or disruption caused by missing, expired, inaccurate, or invalid personal travel documents.

13. Travel Insurance

We strongly recommend that all guests have comprehensive travel insurance for the duration of their trip.

Your insurance should be appropriate for the activities you plan to participate in and may include coverage for:

• Medical treatment and emergency assistance
• Motorbike travel, where applicable
• Trip cancellation or interruption
• Lost or damaged belongings
• Travel delays
• Emergency evacuation

It is your responsibility to check that your insurance policy provides suitable coverage for your chosen activities.

14. Third-party Services

Serenity Ha Giang may arrange or assist with services provided by third parties, including buses, private transfers, trains, flights, accommodation, or other travel services.

These providers operate under their own terms and conditions.

Where a service is provided by a third party, Serenity Ha Giang acts as an arranger or intermediary and cannot control every aspect of that provider’s operation.

Any changes, cancellations, or refunds relating to those services may be subject to the relevant supplier’s policies.

We will make reasonable efforts to assist you if an issue arises with a service arranged through us.

15. Delays & Missed Connections

Please allow sufficient time between independently booked flights, trains, buses, tours, and other transportation.

Travel in mountainous areas can occasionally be affected by weather, traffic, road conditions, or other delays.

Serenity Ha Giang cannot guarantee connections to transportation that has been booked independently by the guest.

If a delay occurs during a service arranged by us, our team will make reasonable efforts to help with alternative arrangements where possible.

16. Personal Belongings

You are responsible for your luggage, valuables, documents, electronic devices, and other personal belongings during your trip.

Please take reasonable precautions, particularly when travelling between destinations or staying in different accommodations.

If you lose an item during your trip, our team will be happy to assist where reasonably possible, but we cannot guarantee that lost or stolen belongings will be recovered.

17. Photography & Content

During tours and activities, our team may occasionally take photographs or videos for memories, social media, or promotional purposes.

We respect your privacy. If you prefer not to appear in photographs or videos used by Serenity Ha Giang, please let our team know.

Where appropriate, we will ask for permission before using identifiable guest content for marketing purposes.

18. Safety & Right to Modify Services

The safety of our guests, guides, riders, drivers, and local partners is a priority.

Serenity Ha Giang may modify, postpone, suspend, or stop an activity if continuing would create an unreasonable safety risk.

This may include situations involving severe weather, dangerous road conditions, natural events, guest behaviour, government restrictions, or other circumstances affecting safe operation.

19. Events Beyond Our Control

Serenity Ha Giang cannot guarantee that every part of a trip will operate exactly as planned when circumstances occur outside our reasonable control.

These circumstances may include severe weather, natural disasters, landslides, flooding, epidemics, government actions, road closures, civil disruption, or other similar events.

In these situations, we will make reasonable efforts to provide alternatives, reschedule affected services, or assist guests with their onward arrangements.

Any cancellation or refund will be handled in accordance with our Cancellation & Refund Policy and the conditions of relevant third-party suppliers.

20. Responsibility & Liability

Serenity Ha Giang is responsible for providing the services under our direct control with reasonable care and in accordance with the booking confirmed with you.

Travel, particularly in mountainous areas and during outdoor activities, naturally involves certain risks. Guests are responsible for following safety instructions and making reasonable decisions regarding their own participation.

To the extent permitted by applicable law, Serenity Ha Giang is not responsible for losses or additional costs resulting from circumstances outside our reasonable control, the actions of independent third-party providers, or a guest’s failure to follow applicable laws, safety instructions, or these Terms & Conditions.

Nothing in these Terms & Conditions is intended to exclude or limit any responsibility that cannot legally be excluded under applicable law.

21. Complaints & Problems During Your Trip

If something is not right during your trip, please tell your tour leader, guide, Easy Rider, or our support team as soon as possible.

Many issues can be resolved quickly when we know about them while the trip is still taking place.

If the issue cannot be resolved during your trip, please contact us afterwards with the relevant details so that we can review the situation properly.

22. Privacy

Personal information collected as part of your enquiry or booking will be handled in accordance with our Privacy Policy.

We only collect and use information that is reasonably necessary to manage your booking, provide our services, communicate with you, and meet applicable operational or legal requirements.

23. Governing Law

These Terms & Conditions are governed by the laws of Vietnam.

Any dispute relating to a booking or service provided by Serenity Ha Giang will be handled in accordance with applicable Vietnamese law.

We encourage guests to contact us first if any issue arises so that we can try to resolve it fairly and directly.

24. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, booking processes, or applicable requirements.

The version applicable to your booking will generally be the version in effect when your booking is confirmed, unless a change is required by law.

25. Contact Us

If you have any questions about these Terms & Conditions or about your booking, please contact our team through the official contact details listed on our website.